Bermondsey Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Bermondsey Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to carry out work, the customer agrees to be bound by these terms. They are designed to create a clear understanding of what is included in the service, how bookings are arranged, when payment is due, and how cancellations, liability, and waste handling are managed.

Scope of service. Bermondsey Cleaners provides cleaning services only on the instructions agreed at the time of booking. The exact tasks, service duration, and any special requirements will be confirmed before the appointment. If the customer asks for additional tasks during the visit, the team may agree to perform them where time and equipment allow, but such requests may affect the final charge. The service does not include any activity that is unsafe, unlawful, or outside the agreed scope.

We aim to deliver a professional cleaning service with reasonable care and skill. However, customers should understand that some surfaces, fabrics, fixtures, or items may be delicate, aged, stained, or already damaged. Bermondsey Cleaners will always try to work carefully, but we may decline to clean an item if there is a risk of harm, or if the method required would be unsuitable for the material or environment.

1. Booking Process

Bookings for Bermondsey Cleaners are made subject to availability. A booking is normally formed when the customer provides the required service details and we confirm the appointment. The customer is responsible for making sure that the information supplied at the time of booking is accurate, including the property type, access arrangements, service expectations, and any conditions that may affect the work. If the details are incomplete or incorrect, the service may need to be amended, delayed, or re-priced.

We may request advance clarification on the cleaning requirements before accepting a booking. This helps us allocate suitable time, materials, and staffing. For some services, a minimum service duration, an estimated price range, or specific preparation may be required. Bermondsey cleaners may also refuse or postpone a booking where access is not suitable, where the property is unsafe, or where the requested work appears to fall outside our normal service standards.

Customers must ensure that someone with authority to approve the work is present or otherwise available at the agreed time, unless a different access arrangement has been confirmed in advance. If access is delayed or unavailable, the booking may still be charged in full or in part if our team has attended and was unable to proceed. If keys, codes, alarms, parking constraints, or entry instructions are required, these must be supplied before the appointment.

Where a regular cleaning arrangement is agreed, the booking schedule will remain subject to these Terms and Conditions unless a separate written agreement states otherwise. Bermondsey Cleaners may change the assigned cleaner or cleaning team where operationally necessary, provided the service remains substantially the same. We may also decline a booking if we believe the request would create an unreasonable operational burden or present a risk to staff, customers, or property.

2. Payments and Charges

All prices are stated in pounds sterling unless agreed otherwise. Charges are based on the service type, estimated duration, property size, level of cleaning required, any special equipment needed, and any additional tasks requested. Quotes are normally based on the information available at the time of booking and may be adjusted if the actual conditions materially differ from those described.

Unless otherwise agreed, payment is due on completion of the service or at the time specified in the booking confirmation. Bermondsey Cleaners may require advance payment, a deposit, or card pre-authorisation for certain services. If a deposit applies, it may be used to cover cancellation charges, travel costs, missed appointments, or other losses permitted by law and by these Terms and Conditions. Any remaining balance will be payable according to the agreed payment method.

We accept payment methods that are communicated at the time of booking. Customers are responsible for ensuring that payment is authorised and completed. If a payment fails, is reversed, or is disputed without valid reason, the customer remains liable for the full amount due and any reasonable costs incurred in recovering payment, to the extent permitted by law. Bermondsey Cleaners may suspend future services until outstanding sums are settled.

If the actual service takes longer than expected because of extra work requested by the customer, restricted access, excessive dirt, missed information, or conditions beyond our control, the final price may increase accordingly. Where possible, any material change to price will be explained before the extra work is carried out. Additional charges may also apply for parking, congestion, specialist materials, waiting time, or similar operational costs if these were not included in the original quote.

Invoices, receipts, or payment confirmations may be issued electronically. Customers should check all payment records promptly and notify us of any apparent error without undue delay. Any approved refund will normally be made using the same method as the original payment unless otherwise agreed.

3. Cancellations, Rescheduling, and Missed Appointments

Customers may cancel or reschedule a booking by giving notice within a reasonable time before the appointment. The exact notice period may depend on the type of service, the amount of preparation already carried out, and whether we have reserved a team or resources specifically for that booking. If notice is given too late, cancellation charges may apply.

Where a customer cancels after a cleaner has been dispatched, or after preparations have been made that cannot reasonably be recovered, Bermondsey Cleaners may charge for the time, travel, materials, or administration already incurred. If a booking is cancelled with sufficient notice, any deposit or advance payment may be refunded or retained only to the extent needed to cover legitimate costs and any non-recoverable loss, subject to applicable consumer law.

If the customer is not present, cannot grant access, or fails to provide the required instructions at the arranged time, the appointment may be treated as a missed visit. In such cases, the service may still be charged in full or in part. We are not responsible for delays caused by the customer’s failure to prepare the property, make keys available, disable alarms, or ensure safe entry.

We may reschedule an appointment where staff illness, severe weather, transport disruption, operational issues, or safety concerns make attendance impractical. If Bermondsey Cleaners cancels a booking, we will seek to offer an alternative time. Where that is not reasonably possible, any amount paid for the cancelled service will be refunded for the unused element, unless the law permits otherwise. Our responsibility is limited to the amount paid for the affected service, except where liability cannot legally be limited.

4. Liability and Customer Responsibilities

Bermondsey Cleaners will exercise reasonable care and skill in delivering services. However, we are not liable for losses caused by inaccurate information provided by the customer, unsuitable access, hidden defects, fragile materials, pre-existing damage, or items that were already faulty or unstable before cleaning began. The customer should remove or secure valuables, documents, medicines, cash, and other sensitive items before the appointment.

The customer is responsible for informing us in advance of any special conditions that may affect the service, including electrical faults, leaks, asbestos concerns, pest activity, medical hazards, or surfaces requiring delicate treatment. If a condition appears unsafe, we may stop work immediately and leave the property. Any resulting charge will depend on the work carried out up to that point and any unavoidable expenses incurred.

We shall not be liable for ordinary wear and tear, minor cosmetic changes, or results that arise because a surface has reached the end of its useful life. We also do not guarantee removal of every stain, mark, odour, or contamination, particularly where the condition is severe or longstanding. Any description of our services is an indication of the work we aim to provide, not a guarantee of a specific outcome unless expressly agreed in writing.

To the fullest extent permitted by law, Bermondsey Cleaners will not be liable for indirect, incidental, or consequential losses such as loss of profit, loss of opportunity, or business interruption. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Where liability is established, any amount payable will be limited to the value of the specific service concerned, except where the law requires otherwise.

Customers must take reasonable steps to mitigate any loss or damage. If an issue arises during or after the service, the customer should notify us promptly and provide any relevant details, including photographs where appropriate. This assists with investigation and enables us to assess whether any corrective action or remedy is available.

5. Waste Regulations and Disposal

Bermondsey cleaners will handle waste in accordance with applicable UK environmental and waste-management rules. Any rubbish removed during a service remains subject to the arrangements agreed in the booking. Unless specifically included, we do not provide general waste collection, disposal of hazardous substances, or removal of bulky items that require specialist handling or a separate licence.

The customer must not ask us to remove materials that are prohibited, unsafe, or regulated in a way that would require specialist disposal beyond the agreed service. This includes, without limitation, chemicals, sharp objects, bodily waste, medical waste, asbestos-containing material, electrical goods that need formal recycling, and other controlled substances. If such items are discovered during cleaning, we may stop work, isolate the area if safe to do so, and inform the customer of the issue.

If the service generates ordinary household waste and removal has been agreed, the customer confirms that the waste is lawfully suitable for collection and disposal. Bermondsey Cleaners reserves the right to refuse any waste that may contaminate vehicles, equipment, or the environment, or that would create a legal breach. Customers remain responsible for providing accurate information about waste contents and for ensuring that disposal requests comply with local and national regulations.

Any waste left behind by the customer after the appointment remains the customer’s responsibility unless a separate removal service has been expressly agreed. We may dispose of cleaning-related materials, packaging, or consumables in line with lawful practice. Where recycling or segregation is appropriate, we will endeavour to follow sensible environmental procedures, but we do not guarantee a particular recycling outcome.

6. Complaints, Remedies, and Service Review

If the customer believes the service has not been provided as agreed, they should raise the matter as soon as reasonably possible after completion. This allows Bermondsey Cleaners to investigate promptly and, where appropriate, inspect the affected area. Depending on the facts, the available remedy may include re-performance of part of the service, a partial refund, or another reasonable solution consistent with consumer law.

Any claim must be supported by sufficient detail to identify the issue, including the service date, the area affected, and a clear explanation of the concern. We are not responsible for complaints that arise because the property was used after cleaning, because the condition changed after our attendance, or because another contractor or occupant altered the result. Our assessment will focus on the condition at the time the work was completed.

If a complaint relates to possible damage, the customer should keep the item or area in its post-service condition where reasonably practicable, to permit investigation. We may request photographs, invoices, or other evidence. Any agreed remedy will be considered on a case-by-case basis and will not exceed the amount reasonably necessary to address the verified issue, subject always to mandatory legal rights.

7. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, these terms, or any related agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise.

If any part of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. Failure by Bermondsey Cleaners to enforce any provision on one occasion does not mean that the provision has been waived for the future.

By placing a booking with Bermondsey Cleaners, the customer confirms that they have read, understood, and accepted these Terms and Conditions. These terms form the basis of the service agreement and may be updated from time to time to reflect legal, operational, or business changes. The version in force at the time of booking will generally apply to that booking unless a later written agreement states otherwise.